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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: avrays on November 09, 2009, 08:48:05 AM

Title: GPlus for MS CRM - Attached Data format for Regarding identification
Post by: avrays on November 09, 2009, 08:48:05 AM

Hi,

We are trying to add User Data from IVR so that GPlus automatically attach the right contact or account to the Regarding field in MS CRM. In this attempt, we are not able to figure out how exactly the Gplus adapter is expecting the Attached data, in terms of user data format.

We are attaching data from IVR as Key value pair, but some how its not working.

Can anyone please let me know what should be the exact way to add the data for let's say, to find out correct contact based on contact id? Example will be very helpful. TIA.

Title: Re: GPlus for MS CRM - Attached Data format for Regarding identification
Post by: René on November 09, 2009, 01:27:57 PM

Hi,

What release of Gplus adapter are you talking about?

R.

Title: Re: GPlus for MS CRM - Attached Data format for Regarding identification
Post by: avrays on November 10, 2009, 08:27:55 AM

Hi, we are using Gplus Adapter 7.2 for MS CRM.

Title: Re: GPlus for MS CRM - Attached Data format for Regarding identification
Post by: René on November 10, 2009, 04:12:26 PM

Hello,

Exact format is described in Gplus Deployment Guide in chapter "Incoming Call Activity Customization / Structure Of Operation User Data". You will find there even sample strategy showing how to attach required keys.

I would recommend you to read whole chapter "Incoming Call Activity Customization" as it describes in detail contact identification process.

Hope it helps you a bit

R.

Title: Re: GPlus for MS CRM - Attached Data format for Regarding identification
Post by: avrays on November 11, 2009, 12:11:34 PM

Hi Rene,

I did go through the chapter you mentioned but I am finding it difficult to simulate the same when the data will be attached by IVR and [b]NOT[/b] URS.

When I did what was mentioned in the document in a different environment where URS is present, I can see the following in Tserver Logs:

[b][i]'__MicrosoftCRM'(list) 'Regarding'(list) 'objecttype' 'contact'[/i][/b]

However, when I attach a key as '__MicrosoftCRM.Regarding.objecttype' and value 'contact' from IVR, the TServer log looks different. I can see the difference as well. Also, GPlus adapter is not recognising the KV pair as a valid one.

My question is, how to do a similar thing from IVR to get the desired result i.e.
GPlus adapter will recognise the key value as it expects. I can only add Key and Value from IVR.

Thanks in advance for a reply.

Title: Re: GPlus for MS CRM - Attached Data format for Regarding identification
Post by: avrays on November 11, 2009, 01:52:02 PM

Hi,

I think now I know whats happening here (little new to this world :) ). Its a list and not a string that we need to add in the attached user data.

Can you please let me know how to create a KVP list? Any pointers would be very helpful.

Thanks

Title: Re: GPlus for MS CRM - Attached Data format for Regarding identification
Post by: René on November 11, 2009, 05:46:33 PM

Hi,

What IVR system do you have? GVP?

R.

Title: Re: GPlus for MS CRM - Attached Data format for Regarding identification
Post by: avrays on November 11, 2009, 06:29:36 PM

Yes, they are using GVP.

Title: Re: GPlus for MS CRM - Attached Data format for Regarding identification
Post by: René on November 12, 2009, 04:33:33 PM

Hi,

I've checked several sources and did find any way how to attach UserData in format required by Gplus adapter from GVP. The only way would be calling routing strategy from GVP application and attaching UserData from that strategy.

R.